20 Mar Service with a smile
Service with a Smile
Guest contact employees’ job often “requires” to smile during service encounters, yet it demands a lot of effort (emotional labor). Employees should deal with their own negative emotions (emotion regulation) and some employees are better at that than others (emotional competence). Although employees are instructed to display positive emotional expressions (smile) at work, the intensity of a smile has different implications for customers.
These three articles will help you understand the emotional aspect of service delivery. First, Grandey et al (2005) explain service employees’ emotion regulation methods in a cross-cultural context (French vs. American). Second, Liu et al (2019) explain the emotional labor mechanism; how emotions are transferred (emotional contagion) and managed (emotion regulation), and thus guest satisfaction. Finally, Wang et al.’s (2016) study show interesting findings of the smile intensity of employees and its implications (what it conveys), warmth vs. competence. I hope you enjoy the articles!
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